Position Summary
The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting, guides lower-tier analysts, and ensures effective support coverage during their assigned shift.
The Shift Lead plays a critical role in ensuring incident resolution, operational excellence, and alignment of support activities with clinical and business objectives across 13 state-operated healthcare facilities.
Key Responsibilities
| Skill | Required /Desired | Amount | of Experience |
|---|---|---|---|
| Bachelor’s degree in Information Technology, Health Informatics, or related field, or equivalent combination of education and experience. | Required | 0 | |
| Minimum of 3 years supporting Epic and healthcare applications | Required | 3 | Years |
| Proficiency with ServiceNow | Required | 3 | Years |
| Experience supervising or mentoring helpdesk teams in a healthcare setting | Required | 3 | Years |
| Strong understanding of clinical workflows and healthcare operations. | Highly desired | 0 |
| No. | Question |
|---|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | Your candidate must be able to attend video based interview. Do you agree to this requirement? |
| Question3 | What is your candidate's email address? |
| Question4 | How soon can your candidate start if selected for this opportunity? |
| Question5 | Vendors are encouraged to submit candidates that are available for the duration of the assignment. Do you anticipate your candidate being able to work until the proposed end date listed on this VectorVMS req? |
| Question6 | Vendors must disclose to the agency if the candidate will be subcontracted at the time of submission. Is your candidate an employee of your company or a subcontractor? Please be sure to notify a CAI Account Manager if your candidate's employee status changes. |
| Question7 | Vendors must notify the agency if any portion of the requirements listed in this task order will be outsourced to other countries. Do you anticipate outsourcing any work being done for this assignment to another country? |
| Question8 | Candidates submitted above the hourly Vendor Rate of -5 may not be considered for this assignment. Do you agree to this requirement? |
| Question9 | Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the Vendor to adhere to any applicable compensation laws including payment for overtime hours. Do you agree to this requirement? |
| Question10 | Have you thoroughly validated, and attest to the accuracy of, the credentials listed throughout your candidate’s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440? |
| Question11 | Please note the years AND location for this candidate's Epic experience. |
| Question12 | Candidate understands this is a 3rd shift position,11 PM EST – 7:30 AM EST and will include working on nights, weekends, and holidays. |